Start crafting a solid crisis communication plan

United We Stand? A Lesson in Crisis Communication.

Several years ago, I was sitting in an aisle seat on a plane heading home when a flight attendant announced they were looking for volunteers to deplane and take the next flight out. Of course, no one volunteered, so the attendant sweetened the deal and offered a gift card for meals in the airport while waiting for the next flight,...

If You Love Your Customers, Set Them Free

The relationship between businesses and customers is a love story for the ages. However, whether it ends in happily-ever-after or crying-into-your-Ben-&-Jerry’s rests squarely on the shoulders of the pursuer (that’s you). You know how it goes when a relationship is new—you’re a little too into them, and you may come on a little too strong. They start to pull away,...

Client Service the Willow Way

Nothing is more important to the overall success of an agency than exceptional client service. An effective client service team is one of the most important marketing initiatives that an agency (or any organization for that matter) can undertake. Willow has created an agency culture we refer to as the Willow Way, and it drives our client service strategy. The...

Lessons From the Playground: It’s Always Best to Share

What's the foundation of a strong relationship? If you were to ask someone at Willow, they would tell you it's open, honest, transparent communication—the willingness to be vulnerable and—you guessed it—to share in order to build trust. If you think about it, these principles resonate within business. The commodities of trust and feedback translate directly into how products, services and...

Public Relations: The Red Headed Stepchild (You Secretly Love the Most)

I often think of marketing as a huge umbrella that encompasses everything from customer acquisition, to customer retention and loyalty. Under that umbrella are elements of a broader, overarching strategy that include creative design, copywriting, event planning, website and email campaign development, and so on. However, there’s one piece of the marketing puzzle that is often left out. Maybe it’s...